If we’re not responsible for repairing your problem, you’ll need to fix it yourself or hire someone to do it for you.
Repairing a problem when we cannot help
Building structure
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| Roof and chimneys | Yes | No |
| Walls and ceilings | Yes | No |
| Minor plaster cracks | No | Yes |
Heating and power
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| Gas installations for heating and hot water, like boilers | Yes | No |
| Gas and electric fires and heaters | Yes (if we installed it) | Yes (if tenant installed it) |
Plumbing and bathrooms
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| Baths, basins and sinks | Yes | No |
| Toilets and cisterns | Yes | No |
| Other plumbing | Yes (if we installed it) | Yes (if tenant installed it) |
| Plumbing connections to washing machines and dishwashers | No | Yes |
| Broken toilet seats | No | Yes |
Fixtures and fittings
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| Flooring | Yes (if we installed it) | Yes (if tenant installed it) |
| Any fixtures and fittings you've installed, like curtain rails, showers, doors and cupboards | No | Yes |
| Any damage to fixtures and fittings caused by you, your guest, your pet or a company or tradesperson you hired | No | Yes |
| Ovens | No | Yes |
| Loose and broken edging to kitchen worktops | No | Yes |
| Light bulbs and fuses | No | Yes |
| Wiring and electrical fittings | Yes | No |
Doors and windows
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| External doors and frames, like the front door | Yes | No |
| Internal doors | Only fire doors, for example, in the kitchen | Yes |
| Internal door frames | Yes | No |
| Adjusting internal doors when new floor coverings are fitted | No | Yes |
| Window glazing | Yes | No |
| Window frames | Yes | No |
| Gaining access or lost keys and fobs | Yes We may charge you for this. You may want to leave a spare set of keys with someone you trust. | No |
| Draught excluders to doors and windows | No | Yes |
| Knobs, knockers, spy holes, letter boxes and doorbells | No | Yes |
Communal and outside areas
| Type of problem | We're responsible for fixing | Tenant responsible for fixing |
|---|
| Steps and front paths | Yes | No |
| Garages and storage cupboards | Yes | No |
| Drains, gutters and rainwater pipes | Yes | No |
| Garden shed | Yes (if we installed it) | Yes (if tenant installed it) |
| Broken gate catches | No | Yes |
| Front fences | Yes | No |
| Rear fences | Yes, only if they join public land or are unsafe | Yes |
| Door entry systems | Yes | No |
Other repairs
| Type of problem | We're responsible for fixing | Tenant is responsible for fixing |
|---|
| White goods and appliances | Yes (if we supplied them) | Yes (if tenant supplied them) |
| Improvements and alterations made by you or previous tenants | No | Yes |
| Lifting flooring before we do repairs | No | Yes |
